| Description |
1 online resource (xxi, 194 pages) : illustrations |
| Contents |
Dealing with the Tough Stuff: How to achieve results from crucial conversations; Contents; Preface; About the authors; Acknowledgements; Making a difference; The foundation for success; Difficult situations, not difficult people; Manipulating for good; Upgrade your expectations; How to use this book; Stepping up to the challenge; Chapter 1: What's your tough stuff? Getting clear on what's tough for you; Finding out your tough stuff; Vulnerability is the pathway to growth; Conclusion; Darren's insights; Alison's insights; Sean's insights; Chapter summary |
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Chapter 2: Dealing with the tough stuff -- foundational skills Why do we do what we do?; Behaviour modification; Getting clear; Ensure maximum effectiveness; Competing behaviours; Meaningful work; Conclusion; Darren's insights; Alison's insights; Sean's insights; Chapter summary; Chapter 3: Dealing with the fluff stuff -- get more direct in your language and achieve clarity; Get rid of the fluff; Traits versus behaviours; Given the opportunity, most people do the right thing; Stepping into behaviour-based language; Communication media; The power of words; Strip back your message; Conclusion |
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Darren's insights Alison's insights; Sean's insights; Chapter summary; Chapter 4: Dealing with the unsaid stuff -- ensuring maximum leverage from your non-verbal communication; Non-verbal communication; Approachable versus credible; Making your point; The game-changer; Grounded in science; Conclusion; Darren's insights; Alison's insights; Sean's insights; Chapter summary; Chapter 5: Dealing with the gruff stuff -- addressing anger and managing high emotions; Emotions: ignore them at your peril; Allow others to own their own emotions; Anger and actions are two separate things |
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Tour of the emotional brain Emotions at work: addressing anger and sadness; Conclusion; Darren's insights; Alison's insights; Sean's insights; Chapter summary; Chapter 6: Dealing with the huff stuff -- dealing with resistant, defensive and stubborn behaviour; Resistant behaviour; Defensive behaviour; Turn fear into confidence; Stubborn behaviour; Assertiveness and empathy; The other half of the assertiveness equation; Solving the assertiveness puzzle; Conclusion; Darren's insights; Alison's insights; Sean's insights; Chapter summary |
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Chapter 7: Dealing with the bluff stuff -- handling emotional manipulation in the workplace Two kinds of bluffers; Two-way street; Avoid the popularity stakes; Understanding intimidation and shaming; Dealing with passive-aggressive behaviours; Strategies for dealing with the bluff stuff; Conclusion; Darren's thoughts; Alison's thoughts; Sean's thoughts; Chapter summary; Chapter 8: Dealing with the rough stuff -- the big three: restructure, redundancy and dismissal; Mapping the journey; Mindset makes a difference; Moments of truth: having the termination conversation |
| Summary |
How to handle difficult discussions in the workplace Packed with practical and pragmatic suggestions and methods for dealing with the tough stuff at work, this unique and helpful book features simple diagnostics, models, and processes that you can put to use immediately. The author team shares their years of research and experience so that you can benefit from their case studies and examples, all of which are aimed at increasing the confidence of anyone working in a management or leadership role. You'll discover how the science of human behavior-both verbal and nonverbal-plays a |
| Subject |
Communication in management.
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Business communication.
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BUSINESS & ECONOMICS -- Business Ethics.
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Business communication
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Communication in management
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| Form |
Electronic book
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| Author |
Hill, Alison
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Richardson, Sean
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| ISBN |
9781118232590 |
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1118232593 |
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1118232569 |
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9781118232569 |
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